First Actuarial has been around since 2004, when a small group of like-minded actuaries came together to bring fresh thinking to pensions consultancy. Two decades later, we’re celebrating our 20th anniversary with events at all our five offices. It’s a great time to be part of First Actuarial. Following last year’s 20% revenue increase, our strong growth path has continued into this year, and we now employ around 450 people in the UK.

We’re still an independent business with no chargeable hours targets, giving our people the time to deliver their best work and excel. We shape our high-quality services by listening closely to our clients’ needs. And we price those services fairly.

As we develop our business, prospects for our people grow. Our Basingstoke, Leeds, Manchester, Peterborough and Tonbridge offices provide supportive work environments where everyone can make a difference. We enjoy work and celebrate our successes. And we provide support and helpful feedback so we all learn and improve.

We love numbers, but we love people more. Staff wellbeing and work-life balance have always been core values. Beyond the firm, we’re known for our integrity. We’re happy to challenge conventional thinking and speak up. Our pioneering work is set to transform the lives of millions of younger people with a new type of pension.

The role

To work within IT Team with a primary focus on providing Support to staff and carrying out maintenance to keep systems running and staff productive. Members of the team may also get involved in specific projects to put in place new systems or upgrade existing systems.

This role will be based in our Basingstoke office.

Duties and responsibilities


  • Receive support calls and emails from staff on issues and maintenance requirements.
  • Monitor support queues and where appropriate, ensure that work is correctly allocated to members of the team.
  • Provide support where possible or escalate/seek advice as necessary.
  • Keep staff informed of progress to manage expectations.
  • Look to ensure all cases are dealt with within the defined SLA’s where possible.
  • Identify trends of faults and unreliable hardware or software.

Attend other First Actuarial offices on a regular basis or as appropriate.


  • Accurately log details of calls received in the ITSM system
  • Manage the asset database to ensure all assets are documented and allocated accurately.
  • Manage new starter and leaver processes and ensure equipment is available for new members of staff.
  • Ensure IT documentation, software licenses and warranties are kept up to date.
  • Assist in establishing and controlling security procedures and processes.
  • Assist in establishing and controlling QA procedures and processes.
  • Carry out maintenance and patching to keep systems up to date.

Project work

  • Support software/hardware upgrades and deployment.
  • Provide support with project work as required.
  • Monitor and report on progress of project sub tasks.

Continuous learning and development

  • Actively seek to improve personal knowledge of solutions employed and the appropriate tools and methodologies.
  • Ensure individual expertise and subject area knowledge is up to date through Continuous Personal Development, including sharing good practice, engaging with training and acquiring / maintaining any individual qualifications required of the role.
  • Engage fully in appraisal and other line management processes.


  • Adhere to First Actuarial policies and procedures at all times and comply with legislation and statutory duties.
  • Undertake other activities commensurate with the nature of the post as necessary from time to time.

Person specification



  • No experience is necessary but a passion in IT is a must

Main skills and abilities:

  • A personal commitment to quality and increasing skills.
  • Ability to communicate clearly and politely.
  • A logical approach to problem diagnosis.
  • Able to work under pressure/difficult circumstances.
  • Willing to accept mistakes and learn from them.
  • Flexible attitude – happy with potentially inconsistent workflow patterns.

Essential knowledge and qualification

  • A basic understanding of desktop operating systems (Windows 10).
  • A basic understanding of Microsoft Office (Word, Excel, Outlook etc.).


  • A basic understanding of networking and telephony systems.
  • A basic understanding of windows server environments and virtualisation.
  • Knowledge of support processes and use of call logging software.
  • Organisation and coordination skills and experience.
  • Communication and customer service skills and experience.
  • Experience or understanding of IT support issues.
  • An IT related qualification.
  • A full UK driving licence.

What we offer you

We’ll actively support you as you build your career – and reward you for doing so. At every level of seniority, we offer:

  • A competitive remuneration package, including bonus and profit-sharing payments
  • Private health insurance, life insurance and income protection insurance
  • 25 days annual leave as standard, increasing with length of service, an extra day at Christmas, plus bank holidays and the option to purchase additional holidays
  • A non-contributory pension
  • Full training and study support.

We have hybrid working in place for colleagues who prefer home-working for part of the week. We’re also flexible on working day arrangements and will happily accommodate a range of personal commitments from day one.

Our straightforward, interview-based approach to recruitment ensures equal opportunities for all applicants.

Please note that we can only accept candidates who have a permanent right to work in the UK